Mobile customer loyalty programs

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Mobile customer loyalty programs

  1. 1. Michael Fauscette,Group Vice President, Software Business Solutions © 2011 IDC
  2. 2. 2011: Business has changed! • Hyper-Connected • Global • Hyper-Competitive • Innovate! • Decentralized • Mobile http://www.telegeography.com/product-info/map_internet/images/internet_map09_lg.gif© 2011 IDC
  3. 3. Behavior has Changed•  Customers & employees are congregating online•  Turning to trusted sources for advice & help•  Shift of influence & relevance•  BYO attitudes © 2011 IDC
  4. 4. Loyalty and Reward Programs 49% Never or Rarely Take Advantage 78% Easy AccessACI WorldWide© 2011 IDC
  5. 5. Loyalty Programs•  Opt-in – exchange info for rewards•  Loyalty – Access to best deals•  Coupons© 2011 IDC
  6. 6. Loyalty Programs 52% Single Card© 2011 IDC
  7. 7. Loyalty Programs - Coalitions Saintsbury, AMEX, BP & others© 2011 IDC
  8. 8. Loyalty Programs Coalition Strategy Coalition Strategy© 2011 IDC
  9. 9. Mobility “There’s an app for that!”© 2011 IDC
  10. 10. Why Mobile•  It is ideal for reaching today’s technologically- savvy consumers•  Real-time•  Location intelligence© 2011 IDC
  11. 11. Starbucks App© 2011 IDC
  12. 12. Sephora to Go© 2011 IDC
  13. 13. cardMobili© 2011 IDC
  14. 14. RFID Loyalty Programs ID by Number Offers by SMS Buying Behavior No Forwarding Real Time Voiding 10-15% Weekly Redemption 94% > 1 year© 2011 IDC
  15. 15. Socialytics Customer Social Data Data Social Data Web Analytics Corporate Data Intersection of highest value information© 2011 IDC
  16. 16. Swedish Rail© 2011 IDC
  17. 17. Deals / Coupons Traditional Coupons – 2-5% Mobile Coupons - >50%© 2011 IDC
  18. 18. Location© 2011 IDC
  19. 19. Final Thoughts•  Making programs “easy”•  Data and Analytics + socialytics•  Consolidation – mobile or program aggregators?•  Context© 2011 IDC
  20. 20. Contact Michael Fauscette mfauscette@idc.com Twitter: @mfauscette Blog: www.mfauscette.com Google+ - gplus.to/mfauscette Social Business Community: http://idc-insights-community.com/SocBiz© 2011 IDC © 2011 IDC

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